topic Re: Leaving Ee in Contracts & Billing

Leaving Ee

rshar1 — Mon, 18 Sep 2023 20:12:59 GMT

Earlier today I received a promotion call from EE advising as I had been a loyal customer for 11 years I was eligible for offers. I made enquiries re broadband because I need faster BB I asked the advisor to call me tomorrow.

meanwhile, I logged on to the app to see what offers I was eligible for - told I could upgrade early with no fee. It clearly states there are six months of my contract left but assumed this was due to 11 years and because I pay for two contracts and I’d be upgrading both.

I reach the end and the verification link never came through. I came to this forum and it advised to call 150. Having been with EE for 11 years (thanks to the advisor that called earlier), the lady was unhelpful and frankly couldn’t be bothered. I asked whether the offer would be honoured and why the app contains misleading information. She couldn’t help and allegedly checked with a manager who agreed with her - I could upgrade but with a fee of £390.

I will remain with EE until March and I will then be switching, it costs nothing to be polite and to be defensive because you do not know the answer isn’t an excuse.
Bravo EE, you tell me regarding my 11 years loyalty and you end the day with no additional service (sorry Amir you are lovely) and soon loss of two contracts.

Re: Leaving Ee

Northerner — Mon, 18 Sep 2023 22:07:09 GMT

Hi @rshar1

You are trying to upgrade mobile broadband or your mobile phone line?

You have posted two separate tariffs, do you have two sims.

Thanks

Re: Leaving Ee

rshar1 — Tue, 19 Sep 2023 07:06:55 GMT

Hi - upgrade mobile. I have two lines (therefore tried upgrading both).

Re: Leaving Ee

Leanne_T — Tue, 19 Sep 2023 09:04:53 GMT

Hi @rshar1

Thanks for coming here.

What was the number that called you to offer the upgrades?

Leanne.

Re: Leaving Ee

rshar1 — Tue, 19 Sep 2023 09:20:18 GMT

I was called earlier by Sunderland to discuss offers on my account. This prompted me to check the EE app and the offer was online. I spent the best part of 2 hours trying to sort including 45 mins on the phone to 150 to have someone who had simply had enough at the other end.

Ironic when I had been advised earlier that I was one of the most loyal customers; suspect it is marketing spiel given to the masses.

Re: Leaving Ee

Leanne_T — Tue, 19 Sep 2023 09:21:55 GMT

I am very sorry to hear this @rshar1

I would suggest giving us another call to discuss the call you have received and the offers to see if the team can locate the details and help you further.

Leanne.

Re: Leaving Ee

rshar1 — Tue, 19 Sep 2023 09:24:56 GMT

No thank you Leanne - I will bide my time and leave in March. Please ensure I am removed from all marketing lists and texts.

Re: Leaving Ee

Leanne_T — Tue, 19 Sep 2023 09:37:14 GMT

Hi @rshar1

I am very sorry to hear this.

To remove marketing texts and emails you would need to contact our customer care team, they can remove this for you.

Leanne.